Complaints

This profile includes complaints for Ziply Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ziply Fiber

  PO Box 1127 Everett, WA 98206-1127

• 

  Ziply Fiber

  P O Box 740416 Cincinnati, OH 45274

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Once a week, every week, for the last year Ziply has been trespassing past NO SOLICITATION signs and leaving their advertisements in or on my door, in my mailbox, and even strewn about on the ground. I have told the employee to stay away, and that I wasn't interested, but he or someone else returns every week, dutifully bombarding me with advertisements. They'll ring my doorbell, knock on my door, and interrupt my day.

  Business Response

  Date: 11/05/2024

  Thank you for referring the concerns of ***** ***** to our office for review.  We appreciate Mr. ***** bringing this matter to our attention.
  
  The complaint states:
  Mr. ***** states Ziply Fiber has been leaving advertisements in or on his door, mailbox and ringing his doorbell dispute having a No Solicitation signs.
  Mr. ***** states the advertisements were all over the ground in the apartment complex.
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber has been in contact with Mr. ***** and added a do not solicit to his apartment which can take up to 90 days.
  Ziply Fibers door to door manager has been made aware of the request for not soliciting at ************** residence and has been advised of the advertisements that were all over the ground.
  
  
  Sincerely,
  Ziply Fiber
  

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you,
  ***** *****

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply Fiber keeps emailing me payment information and other sensitive, confidential information about a woman I don't know and have never met. They have been told about this no less than three times, and they continue to email me her information.This is a massive privacy issue. I'm sure you can understand that I'd rather not upload the emails to the BBB website, but they are absolutely going to the email I supplied to you all.

  Business Response

  Date: 11/01/2024

  
  
  
  
  
  November 1, 2024
  
  Thank you for referring the complaint of ***** ****** to our office for review. We appreciate Mr. ****** bringing this matter to our attention.
  
  The Complaint states that:
  Mr. ****** is mistakenly receiving electronic mail for a Ziply Fiber customer.
  
  
  ********************** has investigated the above statements and offers the following response: 
  Ziply Fiber advises that the email address Mr. ****** provided, is not found in any billing system or data base.
  In the event Mr. ****** receives additional correspondence, he has direct contact information for a Ziply Fiber agent to assist him.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ****** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 11/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will note, however, that the response they have given to you is not the response they had given to me.
  
  In fact, they had acknowledged that my email was still in their system, and that they had removed it.  They had also noted that if it was still an issue that I should reach back out to their escalation team.  I do not appreciate their attempt to mislead the BBB about what actually happened.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My landline telephone has not worked since Friday, Oct 18. I had to chat to report on Saturday, Monday, and Tuesday. We rely on telephone for 911 since we are caregivers for my sister-in-law. They keep saying they will expedite but nothing has happened. They were supposed have it fixed Thursday am. It is now Thursday evening the 24th and not repaired. I tried to chat with tech but it says none available. Terrible customer service. I also pay for *************************** for last 5 years but have a copper line that gives lucky 5mb if it works. I would like it repaired and credit for 6 months.

  Business Response

  Date: 11/04/2024

  Thank you for referring the complaint of **** *********** to our office for review. 
  
  The complaint states:
  Mr. *********** states his landline telephone has not worked since Friday October 18, 2024, and he has reported the issue multiple times via chat. 
  Mr. *********** is a caregiver and needs access to 911 services. Mr. *********** states Ziply Fiber advised the repair would be expedited but as of October 24, *****, they still have no service.
  Mr. *********** states he pays for 12M fiber for the past 5 years, but they have a copper line that only gives them 5M, if it works at all. 
  Mr. *********** wants the service repaired and credit for 6 months. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Mr. *********** reported no dial tone on 10/19/24 and a trouble ticket was issued. It was determined that Mr. *********** was part of a larger area outage caused by lightning strikes that damaged the Ziply Fiber equipment in multiple locations. 
  Ziply Fiber works to repair any service issue as quickly as possible, in this instance the outage affected multiple people and was due to circumstances beyond our control. Ziply Fiber repaired and replaced the damaged equipment in the area and confirmed ************************ was restored on 10/25/24. 
  Account records shows that in addition to phone service, Mr. *********** subscribes to copper internet service with speeds as fast as 12M. In response to the complaint regarding speeds, technical support reached out to Mr. ************ and verified he was getting the appropriate speeds and there was no further issue. 
  Ziply Fiber has provided time out of service credit from 10/18/24 through 10/25/24 which will reflect on the 12/1/24 bill statement as it was issued after the November bill had already generated. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. *********** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:10/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply Fiber has charged 2 times in July 2024 for my monthly service charges $85.00: 1) July 13, 2024, 2) Julyt 14 2024 and Ziply Fiber also repeated charging 3 times in September 2024 for my monthly service charges $85.00: 1) Sep 20, 2024, 2) Sept 14 and 3) Sept 13, 2024

  Business Response

  Date: 10/23/2024

  Ziply Fiber
  
  Thank you for referring the complaint of ***** ****** to our office for review.  We appreciate Mr. ****** bringing this matter to our attention.
  
  According to the complaint:
  Mr. ****** states that according to his user profile, ********************** took two payments in June 2024, two in July2024 and three payments in September 2024.
  
  Ziply Fiber has investigated the above statements and offers the following response:

  Ziply Fiber online account records show one payment in June 2024, one payment in July 2024 and three payments were made (via auto pay) in September 2024.

  Ziply Fiber has confirmed with Mr. ****** that his bank records show one payment in June 2024, one payment in July 2024 and two payments in September 2024, one of which was reversed. Mr. ****** was advised that his online bill pay profile information is incorrect thus causing the confusion.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. ****** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:10/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received service from Ziply through the *** program. I do not have cable television and was unaware the *** program ended an April. Upon finding out that it did end way back in April I asked why ziply would without authorization put me on a $30 a month plan knowing full well I was on the *** due to being **********. The *** cost varied from month to month, one month it would be free the next month it would be $5, never made since, but oh well. And might I add that I would receive a paper bill each time. Then from May until currently I was billed $30 a month but had zero clue that they put me on this $30 plan and that the *** program ended, until I received a paper bill for 5 months of service, no other bill prior indicating these charges. Why would any business allow a customer to go 5+ months without any payment for service? My only guess is that they didn't give a c*** and figured no matter what they'd get their money. Its so disappointing because I sang their praises to everyone I knew. Two people signed up with Ziply specifically because of all the good things said about them. An unhappy customer, a customer who has been mislead, cheating, overcharged will tell many more people about a negative experience as opposed to a positive experience. From all of the complaints I've read, and the robotic replies from Ziply, things are only going to get worse. I'm definitely going to go out of my way to tell whoever may listen about my and all of these other customer complaints so they don't suffer the same headache!

  Business Response

  Date: 10/22/2024

  Thank you for referring the complaint from ********* Combs to our office for review.  We appreciate Ms. ***** bringing this matter to our attention.
  
  The complaint states:
  Ms. ***** states when the *** program ended, Ziply Fiber placed her on a $30 a month plan without her consent.
  Ms. ***** states she received a paper bill, no prior notification which was for 5+ months of billing.
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber advises notifications were sent out via email on 01/25/24, 02/07/24 and 02/08/24 advising consumers of the *** plan ending on 04/30/24. When the discount was removed, Ziply Fiber continued to provide service at a discounted rate instead of current rate.
  The paper ************** refers to is a reminder notice of the account past due, that was mailed to the service address on 09/20/24 with a due date of 10/05/24.  Ziply Fiber records show Ms. ***** is on paperless billing, this means Ms. ***** was notified via email of each monthly statement (these were sent to the same email address provided on this inquiry). Account notations from 10/04/24 Ms. ***** was educated about ***************** in order to provide additional monthly discounts if qualified.
  Records show Ms. ***** was provided a payment extension on 10/04/24 with a due date of 10/18/24 that was not met; however, a credit was provided as a courtesy on 10/04/24 crediting the (3) late fees that were charged.
  
  Sincerely,
  Ziply Fiber
  

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22433165
  
  I am rejecting this response because: 

  Ziply states that I have paperless billing and that the paper bill i have was for the 5 months past due. I have recieved multiple paper bills dating back to when I started service.  I am going to go through my files for proof. The bottom line is how can any company sign anyone up on any type of plan without speaking to the customer and without the customers authorization and then let that service stay active 5 months after the first bill. Isn't that a type of fraud. Seems as if this company has had a lot of complaints and unsatisfied customers almost exclusively related to billing.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-21-24 I mistakenly mailed my US Bank morgage payment to Ziply Fiber. My check was made out payable to myself (******) for $600 dollars and I had written "For deposit Only" on the back and my US Bank account number, which I do every month. ********************** deposited this payment, which was not endorsed to them into their **************** account. They are crediting my Ziply account monthly. On ******* I requsted a refund of the $600 payment, which again it was not payable to them. I have requested a refund and had a conversation with "Shin", their representative who said she would process a refund. I have received no refund, I am current with my Ziply Fiber account and continue to pay my monthly charges. I need this refund to pay my morgage payment. I feel that Ziply had no right to endorse this $600 check as it was not made out payable to Ziply.

  Business Response

  Date: 10/16/2024

  
  
  
  
  
  October 16, 2024
  
  Thank you for referring the complaint of ******************************* to our office for review. We appreciate Ms. ********* bringing this matter to our attention.
  
  The Complaint states that:
  Ms. ********* states that she mailed her mortgage payment to Ziply Fiber in error, but it was still applied to her account.
  Ms. ********* states that Ziply Fiber has yet to refund the overpayment.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that any payment made via (paper) check is processed using an automated system and then applied to the senders active account.
  ********************** records show that a refund check was processed on 10/16/24 and mailed to the address on file. Please note it can take 7-10 business days to arrive via ****.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ********* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/24/24 I contacted Ziply via chat. I was informed of the breakdown of my invoice, which included a charge of $85 for 1 Gig & $12 for the Ziply router. I explained I had never received a router, yet I had been charged a router fee since my service began on 08/25/20. The invoice's vague description, ************************** led me to believe it was an additional service fee, not specifically for a router. The *** clarified that this service referred to the Ziply router. I was offered a $60/month for the next year to rectify this error, but I declined as I believed this did not adequately compensate for the four years of incorrect charges. I requested a full refund of the amount I paid for the router I never used & was advised to call ************ for further credit inquiries.Same day, I called Ziply to discuss the issue further. The ***. confirmed their system showed no record of me ever using their router. I reiterated the invoice had been misleading, & had I known the ************************* was for a router, I would have addressed the issue earlier. Despite Ziply's policy of a 30-day error ***orting window, I argued that the charges had been in place since day 1, &I had no reason to question them. I was again offered $60/month. The ***. calculated I had been charged $496 since 08/25/20 best they could do was half &promised to escalate the issue.On 10/07/24, I called Ziply. The ***. was aware of the router issue but had no record of the previous discussions. She offered $72/month for 6 months. I declined, explaining previous offers made. I was waiting on a resolution regarding the $496 refund,had supposedly been ************ this point, I feel I am getting nowhere, as I have called multiple times, received conflicting offers, &still have no resolution. I respectfully request that Ziply refund the $496 for the router fee, as I never used or requested this service, &the company can verify through their records I never utilized their router.

• Initial Complaint

  Date:10/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to problems that could not be resolved with my internet ************ I canceled my internet/ landline service with Ziply on 4/15/24. The billing period was from 3/19/24 - 4/19/24. Ziply withdrew funds from my bank account on 4/11/24. On 5/13/24 Ziply withdrew funds. I called Ziply and advised them of the withdrawal problem. I was told the funds were withdrawn in error. It would take 2-3 billing periods before I would receive a refund. On 08/14/24 I called Ziply again and inquired why I have not received a refund yet? Ziply said they authorized a refund on 5/22/24 . They had no explanation why I have not received a refund. I was advised Ziply needed ***** more days to issue a refund.On 9/5/24 I e-mailed ************************************ and advised them of the situation of not receiving a refund. As of 10/05/24 I have not received a response.On 9/6/24 I contacted Ziply again. I was told to call ***********************. I was advised they were the ones that would issue the refund. I contacted *********************** and was told they had no record of an authorization to give me a refund and to recontact Ziply. I contacted Ziply on 9/6/24 and advised them on what *********************** had said. I was told they would refer the matter to a higher level of management. I was told I would receive an email with in ***** hours on what was learned. As of 10/5/24, I have not received a response.On 10/1/24, I contacted Ziply and explained the issues I am having receiving my refund. I was told the account was under my wife's name and thats why *********************** never heard of me. I asked why my wife has not received a refund? Ziply had no answer for the question.I asked to speak to a supervisor. The supervisor contacted ***********************. *********************** had no information on my wife. The supervisor stated he would contact me with in ***** hours on what was learned. As of 10/5/24 I have not heard from the supervisor or any Ziply representative.

  Business Response

  Date: 10/18/2024

  Thank you for referring the
  complaint from Joe Silva to our office for review.  We appreciate Mr.
  Silvia bringing this matter to our attention.
  
  The complaint states:
  Mr. Silva states he
  cancelled his internet and landline service with Ziply Fiber on 04/15/24,
  the funds were withdrawn from his bank account on 04/11/24 for services
  from 03/19/24-4/19/24.
  Mr. Silva states on
  05/13/24 Ziply Fiber withdrew funds again, he was advised it was an error,
  and he would receive a refund in 2-3 bill periods.
  Mr. Silva states he
  inquired with Ziply Fiber on 08/14/24 as to why he has not received his
  refund yet.  On 09/05/24 he emailed the [email protected] and has not
  received a response as of 10/05/24.
  Mr. Silva states he
  contacted Ziply Fiber again and was advised to contact North Lane
  Technologies regarding the refund, in which he was advised the refund
  would be under his wife’s name.  Further stating when checking with
  his wife, she advised no refund had been received.
  
  
  Ziply Fiber has reviewed
  these concerns and offers the following:
  Ziply Fiber records show
  the account in the name of Ms. Silva was ported out to another provider on
  04/15/24, however due to a system issue the order did not post until
  04/30/24.
  Ziply Fiber records do
  show the 04/19/24 bill statement generated with new charges of $135.85 in
  which a payment was processed on 05/12/24.
  Ziply Fiber records show
  the 05/19/24 statement did reflect all the prorated credits back to the
  04/15/24 date. Ziply Fiber upon investigation determined the request was
  not received by North Lane, therefore a refund check was mailed out
  10/11/24 to the service address in the amount of $158.49.
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 10/20/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22385095, and find that this resolution is satisfactory to me.
  Hopefully issues and errors will improve at Ziply. Customer service is useless, never any followup via callback or e-mail. Accounting can not provide proper amount of what the refund will be. Approximately six months is way too long to wait for a refund.
  
  
  
  Sincerely,
  
  
  
  Joe Silva

• Initial Complaint

  Date:09/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet service was cancelled in May 2024, yet I am still being charged for monthly internet service. Moreover, I signed up under a promotion they were running, first 6 months of service for $10/ month. They never honored this deal.

  Business Response

  Date: 10/01/2024

  October 1, 2024
  
  Thank you for referring the complaint of ****** ***** to our office for review. We appreciate Ms. ***** bringing this matter to our attention.
  
  The Complaint states that:
  Ms. ***** states she had a promotion for $10 internet for six (6) months of internet service that Ziply Fiber never honored.
  Ms. ***** states she cancelled her internet in May 2024 but continues to be billed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show that when Ms. ***** signed up for Ziply Fiber data service, there was an active promotion for $10 off for the first three (3) months. This discount was inadvertently left off the bills but has since been applied to the account. The $30 adjustment will reflect on the October 23, 2024 statement.
  Ziply Fiber advises that we have no record of contact with Ms. ***** on or near May 2024.
  Ziply Fiber advises that Ms. ****** account was suspended for non-payment on July 11, 2024.  On October 1, 2024 the account was permanently disconnected, and credit was issued back to the suspension date of July 11th. The remaining balance owing is valid and will reflect on the closing statement.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ***** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to inform BBB that Ziply Fiber is using deceptive practices in their rate increases for their customers. They are not sending either emails or written statements to customers that specifically state the exact amount of the monthly charge increase, but are instead separately debiting the customers bank account with the amount of the increase. This recently occurred with my account, and the customer service representative offered me a "discount" of ***** for the next three months, as a resolution which does not address their deceptive business practices. Another Ziply representative said that charging a customer in a separate debit transaction to inform them their monthly rate has increased is their form of notifying the customer. This is wrong and unfair to their customers. Isn't it standard practice that a company notifies by either email or mail of a rate increase and then that increase is clearly stated on their next invoice? Ziply is NOT following this business policy.

  Business Response

  Date: 09/30/2024

  September 30, 2024
  
  Thank you for referring the complaint of ****** **** to our office for review. We appreciate Ms. **** bringing this matter to our attention.
  
  The Complaint states that:
  Ms. **** states that Ziply Fiber doesnt provide monthly statements reflecting the exact amount of a price increase instead just debits a customers bank account for the higher rate.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that Ms. ***** monthly statement is emailed to her yahoo address on file. The duration and amount of any discounts is clearly printed on each statement. Additionally, an email is provided that advises a payment is pending and the date and amount of the payment that will be debited. All this information is provided prior to payment processing.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations